Senior Operations Manager

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking an experienced and results-driven Senior Operations Manager to join our dynamic BPO team. This role is pivotal in ensuring operational excellence, driving performance, and optimizing efficiency across multiple campaigns. The ideal candidate will have a strong background in managing large teams, improving processes, and delivering high-quality service while meeting key performance indicators (KPIs) and client expectations.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Oversee daily operations to ensure seamless service delivery and adherence to SLAs.

• Manage, coach, and develop team managers and supervisors to drive performance and engagement.

• Analyze key performance metrics to identify trends, areas of improvement, and implement corrective actions.

• Develop and implement strategies to optimize workforce efficiency and productivity.

• Collaborate with stakeholders, including clients and internal teams, to ensure alignment on business objectives.

• Foster a culture of continuous improvement by driving process enhancements and best practices.

• Monitor and manage operational budgets, ensuring cost efficiency without compromising service quality.

• Ensure compliance with company policies, industry regulations, and client contractual agreements.

• Drive employee engagement initiatives to enhance retention and team morale.

• Lead transformation and change management initiatives to adapt to business needs and technological advancements.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).

• Minimum of 5-7 years of experience in BPO operations management, with at least 3 years in a leadership role.

• Proven track record in managing large teams, driving performance, and improving operational efficiency.

• Strong understanding of workforce management, process optimization, and client relationship management.

• Excellent leadership, communication, and decision-making skills.

• Ability to work in a fast-paced, high-pressure environment with shifting priorities.

• Proficiency in data analysis, reporting tools, and KPI monitoring.

• Experience in handling first-party collections, customer service, or sales operations (preferred).

• Knowledge of call center technologies, CRM systems, and compliance regulations.